Make sure your video file name contains only letters and numbers.
If that doesn't solve the problem, save your project online and raise a ticket to get help from customer support.
-Mike (Videoscribe user)
Me pasa igual, lo he intentado en todos los formatos
Ensure you're using the latest version of VideoScribe (3.6.1169) and upgrade to the latest version if you're not.
Raise a ticket for specific support with the support team.